Sobre o Intercom

O Intercom é uma plataforma de relacionamento conversacional (CRP na sigla em inglês).

Com o Intercom, é possível construir melhores relacionamentos com os clientes por meio de experiências personalizadas baseadas em mensagens em toda a jornada do cliente.

As empresas mais bem-sucedidas do mundo, como Atlassian, Shopify e New Relic, usam o Intercom para oferecer experiências de conversação do cliente por meio de bate-papo, bots e mensagens personalizadas.

Dispositivos

Porte da empresa

P M G

Mercados

Austrália, Canadá, Alemanha, Reino Unido, Estados Unidos

Idiomas

alemão, chinês, chinês tradicional, coreano, dinamarquês e outros 17, espanhol, finlandês, francês, hebraico, holandês, húngaro, indonésio, inglês, italiano, japonês, norueguês, português, russo, sueco, tcheco, turco, árabe

Imagens

Manage and respond to all conversations from a shared team inbox with notes and live customer profiles
Segment customers in order to target the right groups of people with the right messaging, at the right time
A/B test messages to continually improve performance
Announce new features and products with targeted emails to users
View team performance and plan ahead with Intercom reports
Modern Messenger
Send auto-messages to website visitors
Save commonly used replies
Suggested Articles
Smarter Knowledge Base
Smart campaigns for marketing automation
Ver mais 12
Intercom - Vídeo Captura de tela do Intercom: Manage and respond to all conversations from a shared team inbox with notes and live customer profiles Captura de tela do Intercom: Segment customers in order to target the right groups of people with the right messaging, at the right time Captura de tela do Intercom: A/B test messages to continually improve performance Captura de tela do Intercom: Announce new features and products with targeted emails to users Captura de tela do Intercom: View team performance and plan ahead with Intercom reports Captura de tela do Intercom: Modern Messenger Captura de tela do Intercom: Send auto-messages to website visitors Captura de tela do Intercom: Save commonly used replies Captura de tela do Intercom: Suggested Articles Captura de tela do Intercom: Smarter Knowledge Base Captura de tela do Intercom: Smart campaigns for marketing automation

Recursos

Total de recursos do Intercom: 86

  • @menções
  • API
  • Acesso para Celular
  • Acompanhamento de atividades
  • Alertas/transferência
  • Análise de dados da participação
  • Análise de dados do atendimento ao cliente
  • Análise de dados/Rastreamento do ROI
  • Assistente virtual
  • Automação de marketing
  • Ações ativadas por eventos
  • Banco de dados de contatos
  • Banco de dados do cliente
  • Bate-papo ao vivo
  • Bate-papo com o consumidor em tempo real
  • Bate-papo proativo
  • Bate-papo/Mensagens instantâneas
  • Bloqueador de spams
  • CRM
  • CTAs personalizáveis
  • Campanhas gota a gota
  • Campos personalizáveis
  • Captura de leads
  • Catalogação/Categorização
  • Compartilhamento de arquivos
  • Compartilhamento de tela
  • Comunicação multicanal
  • Conformidade com CAN SPAM
  • Conteúdo dinâmico
  • Controle de respostas por e-mail
  • Controles/permissões de acesso
  • E-mail otimizados para celulares
  • Editor de WYSIWYG
  • Ferramentas de colaboração
  • Ferramentas de prospecção
  • Gerenciamento de contatos
  • Gerenciamento de e-mails
  • Gerenciamento de listas
  • Gestão da base de conhecimento
  • Gestão de assinantes
  • Gestão de caixa de entrada
  • Gestão de campanhas
  • Gestão de campanhas por e-mail
  • Gestão de compromissos
  • Gestão de comércio eletrônico
  • Gestão de filas
  • Gestão de help desk
  • Gestão de leads
  • Gestão de modelos
  • Gestão de pesquisas/enquetes
  • Gestão de visitantes
  • Gestão do fluxo de trabalho
  • Histórico de transcrições/chat
  • Imagem de marca personalizável
  • Importação/exportação de dados
  • Indicadores de desempenho
  • Integração de banco de dados de leads
  • Integração de redes sociais
  • Integração de site
  • Integrações de terceiros
  • Lead Nurturing
  • Marcação
  • Marketing de multicanal
  • Marketing por e-mail
  • Notificações em tempo real
  • Notificações por push
  • Otimização de taxas de conversão
  • Perfil dos funcionários
  • Permissões por função
  • Personalização
  • Pesquisa e filtro
  • Pesquisas do cliente
  • Portal de autoatendimento
  • Qualificação de leads
  • Questionários e feedback
  • Rastreamento de visitantes do site
  • Relatórios e análise de dados
  • Respondedores automáticos
  • Respostas predeterminadas
  • Segmentação
  • Segmentação de clientes
  • Segmentação de leads
  • Segmentação geográfica
  • Testes A/B
  • Transferências/encaminhamento
  • Verificação/validação de leads

Alternativas

User.com

4,6
#1 alternativa ao Intercom
O User.com é uma plataforma de automação de marketing que visa aumentar a participação e melhorar a conversão usando...

Zoho CRM

4,2
#2 alternativa ao Intercom
O Zoho CRM é um software de CRM baseado na nuvem que ajuda empresas de todos os tamanhos a fechar negócios de maneira...

Bitrix24

4
#3 alternativa ao Intercom
O Bitrix24 é uma plataforma gratuita de colaboração com código aberto e na nuvem, que oferece ferramentas de CRM,...

Agile CRM

4,2
#4 alternativa ao Intercom
O Agile CRM combina poderosos recursos de automação, telefonia, Internet, dispositivo móvel, e-mail, agendamento e...

Avaliações

Classificação geral

4,5 /5
(761)
Relação qualidade/preço
4/5
Recursos
4,3/5
Praticidade
4,4/5
Suporte ao cliente
4,3/5

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Exibindo 5 avaliações de 761
Liam M.
Classificação geral
  • Setor: Software
  • Porte da empresa: 11-50 funcionários
  • Usado Semanal durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Not Much Competition

Avaliado em 01/08/2019

Everything has been fantastic from the Customer Success-led implementation process to it being...

Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Vantagens

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow.

Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex.

Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Desvantagens

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves.

Given they are the industry leader, it can come at a premium for a larger organizations.

Avaliador Verificado
Classificação geral
  • Setor: Internet
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 6.0 /10

More than a messaging platform

Avaliado em 13/02/2021

We are using Intercom as our main costumer messaging platform in all our ends, from emails to...

We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.

Vantagens

In a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.

Desvantagens

The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.

Resposta do Intercom

Thanks so much for letting us know how Intercom is helping you manage your communications with your customers and teams.

Thanks too for you feedback regarding our pricing and packaging. Our aim is to align the price you pay to the value you see, and it's a difficult one to get this right for every type of business model. I'll make sure to pass your comments on to the right team.

Thanks again,
Kate (Intercom - Customer Engagement)

Avaliador Verificado
Classificação geral
  • Setor: Sem fio
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

My favourite support tool

Avaliado em 15/03/2021

Only good experience overall
Great support team
Price could be better

Only good experience overall
Great support team
Price could be better

Vantagens

Easiest support tool to have.
Makes your team very accessible, also makes the support process simple for the end users
Good integrations and useful statistics provided

Desvantagens

Pricing - it is not very cheap. Pricing also often changes
Help center tool - it could really use some help and updates
Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between

Resposta do Intercom

Thanks for letting us know that Intercom is you favorite support tool and we're helping you deliver such a good user experience.

I appreciate your feedback on our pricing, Articles feature and ad block issues. I'll make sure these get back to the right people here.

Thanks again,
Kate (Intercom - Customer Engagement)

Aleksandr S.
Classificação geral
  • Setor: Software
  • Porte da empresa: 501-1.000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 4.0 /10

Most overrated thing on the market.

Avaliado em 25/04/2021

Try to avoid it or at least not build the critical parts of your busyness on it.
Chat and message...

Try to avoid it or at least not build the critical parts of your busyness on it.
Chat and message history both work fine.
Everything else is a source of endless pain and despair.

Vantagens

Integration with communication sources, say you may set up the email to be shown in chat history as a messages.
Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality. Not quite sure this is their own development, but it doesn't really matter.
Webhooks, these one is a good thing to integrate your decision making software with customer lifecycle events, for example to send email when credit card is about to expire, of when customer purchased something few times.
Actions - automated reactions to customer or lead lifecycle events.
Filtered cogorts are called segments in Intercom, they have their own filtering panel which is similar to one that can be found on other products.

Desvantagens

Bugs. They are everywhere. Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.
They have huge API downtimes which can be traced by Intercom's API 5XX responses but technical support always denies the existence of a problem or downtime.
Technical support is one of the worst supports I have ever seen. They know nothing, they do not want to learn, the problem is always on your side even if it is their server who responses with 5XX status.

Intercom is hugely, fabulously overpriced.
On paper Intercom has a set of importers - they are useless, as there are no transformation or calculated fields. Now imagine you need to import hundred of thousands customer profiles from legacy system. Due to absence of data transformation mechanisms you are unable to import them as is and have to resort to preparation-export steps. The problem is that you can not perform more than 85 API requests per minute.
There was batch API but today it is 1) deprecated and 2) counts the record inside the batch by the same 85/min limit.
Sometimes customer profile may just disappear.
Some of integrations provided by Intercom would not work as they have never been tested.
There is no API call to "archive the segment" despite it was proposed few years ago.
Intercoms offers one of the worst client libraries on the whole github and they reject PR's.

Resposta do Intercom

Thanks for leaving us such a thorough and candid review Aleksandr. I'll make sure to send all of this feedback on to the relevant internal teams as we really do use this to inform what we ship.

Kate (Intercom - Customer Engagement)

Avaliador Verificado
Classificação geral
  • Setor: Software
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Engagement with Customers is Great!

Avaliado em 25/02/2021

It is an easy choice if you want to create unique, engaging customer journeys! It also connects to...

It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.

Vantagens

I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!

Desvantagens

There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.

Resposta do Intercom

Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :)

Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here.

Thanks again,
Kate (Intercom - Customer Engagement)

Exibindo 5 avaliações de 761 Leia todas as avaliações

Perguntas frequentes sobre o Intercom

Abaixo estão algumas perguntas frequentes sobre o Intercom.

O Intercom oferece os seguintes planos de pagamento:

  • A partir de: US$ 38,00/mês
  • Modelo de preços: Assinatura
  • Teste Grátis: Disponível

Não temos informações sobre os recursos do Intercom.

Os clientes habituais do Intercom são:

Profissional autônomo, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+

O Intercom está nos seguintes idiomas:

alemão, chinês, chinês tradicional, coreano, dinamarquês, espanhol, finlandês, francês, hebraico, holandês, húngaro, indonésio, inglês, italiano, japonês, norueguês, português, russo, sueco, tcheco, turco, árabe

O Intercom é compatível com os seguintes dispositivos:

Android (celular), iPhone (celular), iPad (tablet)

O Intercom se integra com os seguintes aplicativos:

Aircall, AskNicely, Automate.io, ChargeDesk, CloudApp, DataHero, Driftrock, Droplr, Facebook, Front, Geckoboard, GitHub, Grow, HipChat, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Microsoft Teams, Mixpanel, Notion, PieSync, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter, Wistia, Woopra, WordPress, Zapier, Zendesk

O Intercom oferece as seguintes opções de suporte:

Email/Help Desk, FAQs/Fórum, Base de conhecimento, Bate-papo

Categorias relacionadas

Veja todas as categorias de software encontradas para Intercom.